Role Overview
As the Principal Architect, you will be responsible for shaping the end-to-end voice architecture on Amazon Connect, delivering robust, secure, and intelligent contact center solutions. Your work will directly influence how customers interact with voice systems, ensuring seamless self-service experiences and smooth transitions to live support when needed.
Key Responsibilities
- Design and manage the complete voice solution stack, including contact flows, routing logic, queues, operating hours, and voice prompts using TTS and SSML
- Integrate Amazon Connect with core enterprise platforms such as CRM, identity services, and customer data systems to enable context-aware interactions
- Develop intuitive self-service voice journeys with intelligent fallback mechanisms, error recovery, and agent handoff capabilities
- Implement speech analytics and quality monitoring tools to generate insights that improve both customer satisfaction and agent performance
- Define and promote reusable architectural patterns, including modular flow design, logging, tracing, resilience strategies, and secure data handling
- Establish infrastructure-as-code practices using AWS CDK, CloudFormation, or Terraform, and implement CI/CD pipelines for reliable, repeatable deployments
- Collaborate with product, engineering, security, and operations teams to translate business goals into technical roadmaps and lead design reviews as a hands-on technical leader
- Ensure all solutions comply with security, privacy, and regulatory standards, including encryption, PII handling, call recording policies, and audit requirements
- Support operational readiness through monitoring, alerting, dashboards, runbooks, and incident response planning for 24x7 service availability
- Stay current with Amazon Connect innovations and adopt new features to enhance system reliability, maintainability, and cost efficiency
Required Qualifications
- Minimum of 5 years designing and deploying production-grade contact center or IVR systems
- At least 3 years of hands-on experience with Amazon Connect, including full lifecycle implementation and major enhancements
- Proven understanding of telephony fundamentals such as PSTN, SIP, number porting, and carrier integration
- Experience building conversational voice interfaces using Amazon Lex or similar technologies, with attention to fallback and escalation paths
- Familiarity with applying AI in engineering workflows, including prompt engineering, reusable patterns, and quality validation
- Strong facilitation skills for technical workshops, architecture documentation, and mentoring development teams
- Demonstrated ability to troubleshoot complex systems and lead root cause analysis in production environments
Preferred Qualifications
- Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent practical experience
- Direct experience with Amazon Connect Contact Lens, including analytics, redaction, and governance features
- Skill in embedding Connect CCP components into custom applications using CTI and screen-pop patterns
- Background in building data pipelines for contact center reporting using contact trace records, transcripts, and storage solutions
- Experience with infrastructure-as-code tools and CI/CD pipelines for cloud environments
- Work history in regulated industries with emphasis on privacy-by-design, encryption, and audit logging
- Ability to design unified customer experiences across voice, chat, and assisted digital channels with consistent routing and reporting
- Strong communication skills with the ability to bridge operational needs and technical implementation
